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9 results found

  1. Hybrid IVR and Call Queue

    I like that Call Queues have the option to Interrupt Audio with an Interrupt message. It would be nice to take that one step further and utilize it as a mini-IVR menu.

    I want to use the Interrupt Audio to let the person on hold know they can Press 1 (or whatever button) to go directly to that queue's voicemail and configure a button press to work in that manner.

    The current IVR configuration doesn't have what we need to utilize it for Queue purposes, and the Call Queues don't have configuration settings we like from the IVR menu.

    5 votes
    New  ·  0 comments  ·  QOS  ·  Admin →
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  2. Include "Microphone" and "Speaker" in MOS call card for phone calls

    In QOS Analytics for VIDEO we display "Microphone" and "Speaker"

    "<div aria-label="Speaker" class="detail-item--k34E8" role="listitem"><div class="title--GOM98">Speaker</div><div class="description--Vdzit"><div>System default speakers</div></div></div>"

    This is NOT including in the call card for Phone (only RCV).

    Please add in data to show what Speaker and Mic combination was used by a phone user.

    Reason for request.
    If call MOS is >3.8 we have no way to see if the call was on the internal mic or the headset.

    14 votes
    1 comment  ·  QOS  ·  Admin →
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  3. audio graph

    It would be helpful if we would have an audio graph showing on the analytics portal. Audio graph to show if there are sudden issues with the audio within the call. To also help identify the possible causes of the audio issue.

    1 vote
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  4. QOS for contact centre users

    With in the OQS you cant see any information if they are a contact centre users, it would help to have this information in the QOS then if a user is having issues we can gather more information from here.

    1 vote
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  5. Live Real time QoS monitoring for each call

    in QoS Report, on the call part it would be helpful to expand the Live Call and see or display QoS for that Live Call to assist in troubleshooting and isolating cause, have necessary details for escalation

    3 votes
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  6. KPI for % of calls answered within 20 seconds. Need this report for each user on a daily basis and call information should be as detailed a

    KPI for % of calls answered within 20 seconds. Need this report for each user on a daily basis and call information should be as detailed a

    2 votes
    New  ·  0 comments  ·  QOS  ·  Admin →
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  7. abandoned callbacks...if a user is able to connect to a queue and drops within 5 min or less, system can perform callback? and report it

    abandoned callbacks...if a user is able to connect to a queue and drops within 5 min or less, can the system be built to perform a callback? and add it as a reporting metric?

    1 vote
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  8. More options for how Quality of Service reports are calculated.

    Be able to identify and report calls based on other metrics such as Minimum call quality or maximum length of "Good" call quality. Right now a call is considered "Good" if it disconnects and reconnects every two minutes.

    1 vote
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  9. Add a Call Queue Extension Filter on Quality of Service

    To easily specify what queue is experiencing poor and moderate calls rather than 1 by 1 checking the extensions and their respective call queues membership.

    1 vote
    0 comments  ·  QOS  ·  Admin →
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